I went in for first oil change and had a day scheduled 2 weeks out. Upon arrival everything was good, check in was easy. Here is where the expectations were not set. An oil change took 2 hours. No lie. I asked for an update several times. No true avail to my efforts. After leaving I went to review my documents and it stated oil change (rotate)? Why a rotate. I called 3 times and got ignored all 3 times. Left a voice mail and had to call and speak to the service manager. Keep in mind to this day... I still haven't received the multi point inspection as promised by service advisor. Keep in mind that I am going on a 2500 mile journey at start of February. Just knowing everything will be ok is what i hoped to see. Back to the interesting bit. Now time for the phone call. Me and the manager spoke for a short while. Here are some details skipping to the important parts. I asked why 2 hours and was a rotate even done. I expressed how there were no clear expectations set and wondered why. I had washed car and vaccumed before arriving to cut the time, plus it is super satisfying to clean the car. They still washed it. Not sure why. No one will ever know. Especially a new one. The answer i got was a breakdown of the expectations that should have been set upon arrival. She also stated that the rotate was done as part of the purchase agreement maintenance plan. The service manager said she was going to get with employee. Keep in mind, still no multi point inspection. I don't want to sound like I am complaining. Just surprised. The service manager was awesome and vary professional. That is my journey at westside hyundai and my first oil change experience there. I want to continue going to the dealer but not sure if I want go through all of this again. Manager was awesome. Also... I know that the review is a 2 star but I simply cannot excuse the sheer lack of care taken when setting the expectations. That is how people can plan their day.
JOSEPH E W., SERVICE DIRECTOR from Westside Hyundai responded on 01/13/2022 05:58 AM
We're sorry that we did not live up to our pledge of providing 5 star service to each & every guest. We will do anything we can to make things right for you. Have a great weekend!
Joe White Service Director Westside Hyundai/Genesis (904) 384-0050 x1101
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